A curated experience is the only way through which businesses can unlock the full value and potential of products and the features. Freshworks Analytics has Custom Attributes which can make data visualisation through grouping, a tailor-made experience.
Let's begin with the basics.
What is an attribute?
An attribute is a number or a text or boolean property that you can use to filter or group metrics by. E.g. ticket source, employee department.
Just like metrics, you can now customize the way you want to group and view your data with the help of custom attributes. They can also be grouped by basic arithmetic operations or other functions across categories as follows:
Goto Analytics tab from your left menu
Click Settings icon on the top-right corner
Select “Custom Attributes” from the side menu
Click on “Create Attribute” to start creating your custom metrics by using a combination of functions or operators
Click “Save Attribute” once done
Use this custom attribute to view the metrics the way you would like to
If you want to group data by just the month of the resolution date, you can do so by creating a custom attribute as follows:
Month(Resolution due by)
Freshservice: To determine the total ticket resolution time, you can do as follows:
DATEDIFF_DAYS(Created date,Resolved date)
Freshsales: To identify the delay in sales activity, you can apply the following:
DATEDIFF_DAYS(Due date,Completed date)
Similar article: Creating Custom Metrics